Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Erick Cotour

Bountiful,UT

Summary

Dynamic customer experience and fraud prevention specialist with 15+ years of proven success in improving operational performance, safeguarding brand integrity, and enhancing customer satisfaction. Recognized for coaching teams to exceed performance metrics, developing proactive fraud prevention strategies, and using data-driven insights to optimize workflows. Adept at crossfunctional collaboration and leading initiatives that deliver measurable results.

Overview

9
9
years of professional experience

Work History

Marketplace Operations & Fraud Analytics

StubHub
01.2024 - Current
  • Conducted comprehensive risk assessments, updating fraud detection criteria to adapt to evolving threats.
  • Investigated suspicious account activity, identifying patterns that reduced fraud incidents by 20%.
  • Communicated emerging fraud trends to stakeholders, influencing policy updates and training programs.
  • Delivered fraud prevention training that improved detection rates and reduced resolution times.
  • Led weekly retrospectives to identify challenges, implement process improvements, and boost morale.

Social Media Manager

StubHub
01.2020 - 01.2024
  • Managed multi-platform social engagement (Facebook, Instagram, Twitter, Reddit, forums) using Khoros, improving brand sentiment scores.
  • Maintained brand consistency and optimized messaging, boosting engagement metrics.
  • Served as main contact for agencies, influencers, and partners to ensure aligned campaign delivery.
  • Managed budgets, refined targeting, and tested new formats to maximize ROI and conversions.
  • Analyzed campaign data and delivered actionable insights and reports to stakeholders.
  • Collaborated cross-functionally to enhance campaign effectiveness and customer experience.

Top Seller Support Manager

StubHub
01.2017 - 01.2020
  • Resolved complex account and inventory issues for top sellers, ensuring 100% listing accuracy.
  • Built customer loyalty by delivering tailored solutions and empathetic support, boosting satisfaction ratings.
  • Developed innovative approaches to address escalations, reducing repeat issues by 15%.
  • Recognized for maintaining top performance in customer satisfaction and resolution time.

Education

Bachelor of Science - Computer And Information Sciences

Utah Valley University

Skills

  • Fraud prevention and risk analysis
  • Social media strategy and engagement
  • Regulatory compliance
  • Data analysis (SQL, Tableau, Excel)
  • Customer experience optimization
  • Quality assurance and performance coaching
  • Team leadership and coaching
  • Conflict resolution and de-escalation
  • Fraud detection
  • Customer relationship management
  • Risk assessment
  • Data analysis
  • Written and verbal communication
  • Social media platforms (Facebook, Twitter, Instagram, Reddit)
  • Microsoft Office suite (Excel, Outlook, PowerPoint, Word, Teams)
  • Google Workspace (Docs, Sheets, Slides, Forms)
  • Tableau proficiency
  • SQL database management
  • Calabrio software knowledge
  • Qualtrics survey tools expertise
  • Policy development
  • Photography skills (Adobe Photoshop, Lightroom, Illustrator)
  • Amazon Connect familiarity
  • Twilio communication platform expertise
  • Cross-functional collaboration

Languages

Spanish
Professional

Timeline

Marketplace Operations & Fraud Analytics

StubHub
01.2024 - Current

Social Media Manager

StubHub
01.2020 - 01.2024

Top Seller Support Manager

StubHub
01.2017 - 01.2020

Bachelor of Science - Computer And Information Sciences

Utah Valley University

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Erick Cotour